topic Re: Mandatory Ticket Categorization & Status Update on First Reply in Tickets & Conversations

Mandatory Ticket Categorization & Status Update on First Reply

AChapoux — Wed, 12 Mar 2025 16:20:26 GMT

Hello HubSpot Community,

I’m used to support and conversation tools that require agents to categorize a ticket and update its status upon sending the first reply to the customer. This ensures that tickets are properly classified and don’t remain unupdated or stuck in an incorrect status.

In HubSpot, I’ve noticed that agents can reply to conversations without being required to update the associated ticket, which sometimes leads to tickets being left unclassified or in the wrong status. This creates issues with tracking and reporting.

Is there a way to make ticket categorization and status updates mandatory upon the first agent response in HubSpot? If not, are there any workarounds to enforce this behavior? (I don't really want to use tasks to remind agents).

Thanks in advance for your help!

Re: Mandatory Ticket Categorization & Status Update on First Reply

PamCotton — Wed, 12 Mar 2025 22:05:46 GMT

Hey @AChapoux, thank you for posting in our Community!

In HubSpot, there isn’t a built-in way to make ticket categorization and status updates mandatory on the first agent response. However, you can enforce this behavior by setting up automated workflows.

For example, you can create a workflow that triggers when a ticket is replied to for the first time and sends a reminder to update the ticket status or categorize it properly. Another option is using custom properties for categorization, which can help agents quickly classify tickets during the conversation.

To our top experts, @Brenner and @RSchweighart do you have any other recommendations for @AChapoux matter?

Thank you,

Pam

Re: Mandatory Ticket Categorization & Status Update on First Reply

tverdokhlib1 — Thu, 13 Mar 2025 12:44:31 GMT

@AChapoux, have you turned on this Ticket Automation (Settings - OBjects - Tickets - Pipelines - Automate)? Thus, the tickets will go to another status when an agent replies first.

Re: Mandatory Ticket Categorization & Status Update on First Reply

AChapoux — Thu, 13 Mar 2025 17:10:21 GMT

Thanks Anton. We have 3 status when we reply so we can't really use this automation I believe.
It's either :
Solution sent
Waiting for precision (waiting on contact)
Waiting for Internal team (waiting on us)

Re: Mandatory Ticket Categorization & Status Update on First Reply

AChapoux — Thu, 13 Mar 2025 17:13:35 GMT

Thanks for your reply Pam! We already use custom properties for categorization, and our main goal is to ensure those properties are updated when the first reply is sent. Since they already have assigned tasks and reminders for other purposes, adding more reminders might be excessive.

Re: Mandatory Ticket Categorization & Status Update on First Reply

RSchweighart — Thu, 13 Mar 2025 20:57:48 GMT

Hi @AChapoux,

You can make properties required upon moving of statuses.

It won't prompt upon reply, but it will prompt when a user updates the ticket status to the one with conditional status properties set up.

I hope this is the solution.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help organizations use HubSpot and Zapier.

Re: Mandatory Ticket Categorization & Status Update on First Reply

Brenner — Wed, 19 Mar 2025 12:38:05 GMT

Hey folks!

@AChapoux amazing question.

All replies here are perfect to solve your necessities.

But, I'd like to give another one tips: you can set an automation to find all tickets that have first reply is "know" and don't have your properties filled out. After that, you have 2 ways:

> create a stage to complete all information to categorize your tickets;

> apply these conditions in a report, to track with your team each ticket that isn't completed.